SmartInteraction Suite Modules

SmartEvaluate

SmartEvaluate is a performance evaluation and training tool allowing for the creation of survey forms, then the management of the evaluation process through both voice and screen recordings captured for specific agents.

The evaluations tool can be used for a wide range of functions including:

Training

Performance Monitoring

Script development and adherence monitoring

Process adherence

The evaluations dashboard delivers a real-time view of evaluations data including information about the most frequently used evaluations, which agents are being evaluated and agents average confidence score. The dashboard is divided into 4 distinctive panes which give a pictorial overview of how evaluations are being used.